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Update failure on server

Renzo Patricio

Hello,

I have Cloud Endpoint installed on several servers, but one of them has not updated since day one.

The acl.log says (see the error on the third event starting from the bottom):

Time: 12/3/2015 10:09:13
Message: AutoUpdate finished
Module: SophosUpdate
Process ID: 248056
Thread ID: 249100

Time: 12/3/2015 10:09:13
Message: Downloading phase completed
Module: Update
Process ID: 248056
Thread ID: 249100

Time: 12/3/2015 10:09:13
Message: ERROR:   Download of Endpoint Security and Control failed from server Sophos
Module: Update
Process ID: 248056
Thread ID: 249100

Time: 12/3/2015 10:09:09
Message: Downloading product Endpoint Security and Control from server Sophos
Module: Update
Process ID: 248056
Thread ID: 249100

Time: 12/3/2015 10:09:07
Message: ***************          Sophos AutoUpdate started          ***************
Module: SophosUpdate
Process ID: 248056
Thread ID: 249100

The SophosUpdate.log says:

....

2015-12-03T18:09:13.182Z [249100] INFO  SUL-Log [I19463] Syncing product IDE523 104
2015-12-03T18:09:13.182Z [249100] INFO  SUL-Log [I19463] Syncing product IDE524 1
2015-12-03T18:09:13.182Z [249100] INFO  SUL-Log [I19463] Syncing product IDE524 1
2015-12-03T18:09:13.182Z [249100] ERROR SUL-Log [E84342] Error: Could not convert narrow string '
2015-12-03T18:09:13.182Z [249100] ERROR SDDSDownloader::ReportSyncFailure Failed to synchronise
2015-12-03T18:09:13.182Z [249100] INFO  UpdateLogic::SyncAndInstall Saving state.

2015-12-03T18:09:13.182Z [249100] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2015-12-03T18:09:13.182Z [249100] INFO  UpdateLogic::SyncAndInstall Skipping product install as Sync failed.
2015-12-03T18:09:14.260Z [249100] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>WindowsCloudServer</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR:   Download of WindowsCloudServer failed from server dci.sophosupd.com/.../Config>
2015-12-03T18:09:14.260Z [249100] INFO  WinMain SophosUpdate has completed with the result 0.
2015-12-03T18:09:14.260Z [250500] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>WindowsCloudServer</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR:   Download of WindowsCloudServer failed from server dci.sophosupd.com/.../Config>
2015-12-03T18:09:14.260Z [250500] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2015-12-03T18:09:15.275Z [250500] INFO  IPCSender::ProcessSend IPCSender::ProcessSend exiting
2015-12-03T18:09:15.275Z [250500] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
2015-12-03T18:09:15.275Z [249100] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml

Any ideas?



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  • 0
    Hi Renzo

    Would you please make sure your Sophos credential is correct in your updating section? please re-enter it again and give it a try

    If you are sure that the credential is OK , then it seems that your cloud version is old and there is no warehouse from Sophos to provide the updates. I would suggest to install the newer version of Sophos and give it a try

    Thanks
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